Overview. Business Challenge

Transcription

1 A Enterprise

2 Overview ITC, one of India s largest public companies which has diversified business segments like FMCG, hotels, paperboards & specialty papers, packaging, agribusiness, and Information Technology. Brands like ITC group of Hotels, Wills Lifestyle, John Players, Fiama Di Wills, Vivel, Aashirvaad, Sunfeast, Kitchens of India, etc. are owned by ITC. ITC's diversified business activities are strongly supported by a large distribution network. With CMC's help, ITC rolled out DMS Application at distributor locations to get uniform sales report hand held devices were deployed and handholding was provided for the same. It was done to get real-time update on the sales made. A DMS Application or Distribution Management System (DMS) is a collection of applications designed to monitor and control the entire distribution network. Hand Held Device brings mobility to the business as the sales person can enter information of sales made from anywhere. He can update the DMS system at the distributor's site easily and remotely through GPRS mobile service. CMC also set up a remote helpdesk to support the distributors with online solutions for technical glitches. CMC was chosen because of its prior experience in handling similar projects for well-known FMCG companies, as well as good performance during the rollout of DMS Application in the initial stage where the rollout was shared along with other service providers. Business Challenge ITC has a large distributor pool which was not using a standardised billing system. ITC was not getting sales and purchase reports on real-time basis. It was not getting updates on stocks lying with distributors, expiry date of products and profit report on daily basis. ITC was not able to plan its future production; neither was able to monitor performance of the distributors. It wanted to give the distributors faster access to promotional schemes and price variations. It wanted to automate the entire sales process to increase the operational efficiency of the distributors. Therefore, ITC decided to rollout DMS Application at distributor locations and Hand Held Device for distributor's staff in the field so that it could get the information on real time basis. ITC partnered with CMC for rollout of DMS Application and Hand Held Device for distributors across India. Also, it wanted online and onsite support through helpdesk, handholding and training for the distributors' sales team so that they could use the DMS application and hand held device with ease and confidence. CMC was chosen as the preferred partner because of its support facility across India and due to its prior experience in handling similar projects. 2/5

3 How we helped CMC helped the distributors to migrate from diverse local software to DMS application by installing the software at distributor points, giving training to their employees about its usage and handholding the distributor staff in the initial days of implementation. Use of DMS application gave ITC a uniform and ground level tracking system for all the activities related to sales, inventory as well as individual distributor performance. CMC provided centralised helpdesk to resolve issues like system failures, product scheme download failures, bill generation issues, etc. for the distributors across India. It provided training and handholding to the distributor's sales team till they were comfortable using the application. It deputed region wise onsite engineers so that they could visit the distributor's site within hours for application failures which couldn't be resolved by the helpdesk. CMC helped in staging of Hand Held Devices like charging, loading application, tagging them distributor wise, etc. It delivered the Hand Held terminals to the distributors along with proper documentation. Also, it helped in installation of Hand Held device software at the distributor's locations. It provided classroom training to the distributor's sales force so that they could use the device with ease and confidence. Benefits to the client Reduction in cost: CMC's cost effective solution like centralised helpdesk to give resolution over call or helped in reducing project cost. The helpdesk rectifies problems by remotely accessing distributor's system, using their own infrastructure, in effect bringing down the cost related to running an office setup, hiring manpower, etc. ITC was easily able to relocate their own IT officers to other projects, saving the company resources. Complete control over business: Real-time online sales and purchase report helped ITC to have complete control over the business. It could keep track of the stock and expiry date of the products at various distributor outlets which helped in planning future production. Distributor's productivity also increased as they could log all the sales accurately and on time. Services across India: CMC has a strong support facility across India. It provides support services to the ITC distributors through length and breadth of the country. It has deputed engineers region wise so that the distributors can get professional help within hours for the issues which couldn't be resolved by the helpdesk. 3/5

4 Speed of operation: As the centralised helpdesk remotely resolves most of the issues therefore it gives timely resolution to the distributors which saves their business hours. The distributors are able to generate accurate and timely reports with the help of uniform tracking system like DMS. This helped to speed up the sales process Incidents, 242 Incidents Logged, 8246 Closed Incidents, 8004 MONTH WISE ANALYSIS Incidents, 203 Incidents Logged, 6991 Closed Incidents, 6788 Incidents Logged, 9367 Incidents, 265 Closed Incidents, 9102 OCTOBER 12 NOVEMBER 12 DECEMBER Distributors benefit: The distributors have also benefitted from centralised helpdesk services provided by CMC. The multilingual toll free number can remotely provide them with timely resolutions. They can call without incurring any cost. They can reduce downtime by getting immediate resolution over the call or . 4/5

5 About CMC Limited Incorporated in 1975, CMC is a leading Systems Engineering & Integration provider in India and a subsidiary of Tata Consultancy Services Limited, Asia's largest software company. Operating out of 20 plus offices globally and 180 service locations in the country, CMC employs over 10,000 people worldwide and has a wholly owned subsidiary in the USA called CMC Americas, Inc. Over the last three decades, CMC continues to bring the benefits of Information Technology to improve the productivity of its customers globally and enhance the quality of their products and services by combining its wide range of service offerings with its deep vertical experience in multiple industries. CMC's vision is to deliver turnkey solutions to solve complex business and societal problems using Technology & Innovation. For more information contact: info@cmcltd.com Website: Corporate address: Global Head Marketing & Strategic Communication CMC Ltd. CMC House, C18, Bandra Kurla Complex, Bandra East, Mumbai, India All content / information present here is the exclusive property of CMC Ltd. The content / information contained here is correct at the time of publishing. No material from here may be copied, modified, reproduced, republished, uploaded, transmitted, posted or distributed in any form without prior written permission from CMC Ltd. Unauthorized use of the content / information appearing here may violate copyright, trademark and other applicable laws, and could result in criminal or civil penalties. Designed by Copyright 2013 CMC Ltd.